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Service Breakdown and Service Recovery

This document discusses service breakdowns and recovery. It defines a service breakdown as a situation where a customer's expectations of service level or quality are not met by the service provider. Examples given include long wait times. It then discusses behavioral styles, difficult customers, dealing with demanding or indecisive customers, and resolving angry customers' issues through active listening and remaining positive. The document outlines a 5-step emotion-reducing model and problem-solving process for service recovery: 1) apologize repeatedly, 2) take immediate action, 3) show compassion, 4) provide compensation, and 5) follow up with the customer. Overall, the key to effective service recovery is focusing on the customer, understanding their perspective, and resolving

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Muhd Yazid
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957 views19 pages

Service Breakdown and Service Recovery

This document discusses service breakdowns and recovery. It defines a service breakdown as a situation where a customer's expectations of service level or quality are not met by the service provider. Examples given include long wait times. It then discusses behavioral styles, difficult customers, dealing with demanding or indecisive customers, and resolving angry customers' issues through active listening and remaining positive. The document outlines a 5-step emotion-reducing model and problem-solving process for service recovery: 1) apologize repeatedly, 2) take immediate action, 3) show compassion, 4) provide compensation, and 5) follow up with the customer. Overall, the key to effective service recovery is focusing on the customer, understanding their perspective, and resolving

Uploaded by

Muhd Yazid
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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SERVICE

BREAKDOWN AND
SERVICE RECOVERY
NAME:MUHAMMAD YAZID BIN ZAIDI
MATRIX NUMBER:2021497706
GROUP:HM1111B
COURSE:HTT170
What is a service breakdown?
■ Situation when customers expectation of a certain type
or level of service that are not met by a service provider.

Example:
• Long wait time
Depending on the food they’ve ordered, customers expect
a specific time frame for the order to be ready. The same
goes for the time they’re willing to wait until being seated
or getting a menu.
The Role of Behavioral Style

 Behavioral style preferences play a major part in


how people interact. The more you know about
style preferences, the better you will understand
your customers.
Difficult Customers
■ People who challenge a service providers ability to deliver service and who require special skills and
patience.

Knowing a Difficult Customer


i. Dissatisfied with your service or product.
ii. Indecisive or lacking knowledge about your product,service or policies.
iii. Talkative.
iv. Internal customers with special request.
v. Speaks primary language other than yours.

Solutions
■ A key to successfully serving all types of customers is to treat each person as an individual. Deliver
successful service through your effective communications skills, positive attitude, patience, knowledge,
service experience, and willingness to help the customer.Your ability to focus on the situation or problem and
not on the person will be very important factor in your success.
Demanding of Domineering Customers
■ Customers can be demanding or domineering for number of reasons.

-Dealing with Demanding of Domineering Customers

i. Be professional.

ii. Respect the customer.

iii. Be firm and fair and focus on the customers needs.

iv. Tell the customer what you can do.

-Dealing with Indecisive Customers

v. Be Patient

vi. Ask open ended questions

vii. Suggest other options.

-Dealing with Dissatisfied and Angry Customers

viii. Listen

ix. Remain positive and flexible

x. Smile, give your name, and offer assistance

xi. Take appropriate action


Angry Customer

■ Dealing with angry people requires a certain amount of caution. For you to effectively serve an angry
customer, you must move beyond the emotions to discover the reason for his/her anger.

-Possible Tactic
i. Be positive
ii. Acknowledge the customer feelings or anger
iii. Reassure
iv. Remain objective
v. Listen actively
vi. Reduce frustration
Handling Emotions with the Emotion-
Reducing Model

■ It is important to understand when customers are


feeling emotional are typically upset with the
structure, process, organization, and other factors
over which you or they have no control. They are
usually not upset with you.Remain rational and
do not react to them emotionally.
Emotion-Reducing Model

1) Customer Focused Message


-As the customer approaches, greet him or her with "good
morning" or "good afternoon". a smile, and open body language
and gesturing.

2) Emotional Issue
-As the customer explains the issues,make sure to listen actively
and be attentive
3) Customer Focused Message
-Make a statements such as “I see“ or “I understand how that can
feel”

4) Problem Solving
-Once the problem has been defined and resolved, take one more
opportunity at the end of your interaction to send a customer
focused message by smiling and thanking the customer for
allowing you to assist.
Customer Defection

■ C
​ ustomer Defection is the loss of users or consumers or the
decrease in purchases by them, with the following impact on
reducing the company's business.
Reasons to Defect

■ Poor service and complacency.


■ Inappropriate complaint resolution.
■ Unmet needs.
■ Pricing
■ Significant drop in product quality
Internal Customer Relations

Working with Internal Customers

 Stay connected
 Meet all commitments
 Don’t sit on your emotions
 Build a professional reputation
 Adopt a good-neighbour policy
Strategies to Prevent Dissatisfaction and
Problem Solving
Ways to deal with a service breakdown is to prevent it:

 Think like a customer


 Exceed expectations
 Pamper the customer
 Focus on the customer
 Respect the customer
Prevent Dissatisfaction:Focus on the
Customer
■ React to remarks or actions.
■ Empathize.
■ Take action.
■ Reassure or reaffirm.
■ Follow-up.
The Problem-Solving Process
Implementing a Service
Recovery Strategy
■ Apologize, apologize, apologize again.
■ Take immediate action.
■ Show compassion.
■ Provide compensation.
■ Conduct follow up.
Service Recovery Process
1) Apologize, apologize, apologize again.
-Do not make excuses
-Show remorse
-Listen

2) Take immediate action.


-Offer service option
-Do your best
-Keep customer informed
-Positively resolved
3) Show compassion.
-Show trust
-Deal with emotions or feelings first
-Demonstrate empathy

4) Provide compensation.
-Equal to customer’s loss
-Offer before customer request it
-Give additional value

5) Conduct follow up.


-Within days after resolution
-Telephone call
-Face-to-face
THE END

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